Contact Us
Knowledge Base
The Knowledge Base contains step-by-step guides for the most common processes. Please check this first before proceeding with contact. Use the search bar and enter key words related to your query.
- If a guide is available, it will appear for you to click on.
- If you cannot find the answer you need, please raise a Freshdesk ticket.
Freshdesk Tickets and Email
Freshdesk is the preferred method for contacting us. Please raise your query directly through the portal.
If you do not have access to Freshdesk, are a Hubwise Connect firm, or are a retail client without a financial adviser, please email: hw-services@sscinc.com
Service Levels
- Response within 24 hours
- Resolution within 4 working days (Unless further information, system development or third-party assistance is required. You will receive regular updates.)
Urgent Escalations
Escalate only if:
- The issue may cause a financial impact for the investor, or
- The ticket has gone outside expected timeframes.
Escalation email: HW-FreshdeskManager@sscinc.com
Telephone Support
Our phone line supports portal queries and escalations. For full details of what can be handled by phone, please refer to the Phone Support section below.
Customer Services Numbers
0203 975 7428
0845 783 5500
Opening Hours
Monday to Friday - 9am to 5pm
Where possible, we will resolve your query by phone. In some cases, you may be asked to raise a Freshdesk ticket or send an email so your query can be directed to the correct team.
Postal Address
Most documents can be sent by email or via Freshdesk. If you need to post documents, use:
SS&C Hubwise
PO Box 13567
Chelmsford
CM99 2GR
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